Helpful tips to motivate call center agents, boosting morale and improving productivity .
70% of Americans in the workforce feel disengaged in their job. This includes call center agents who, according to a Quantum Workplace study, are among the least engaged at work. This comes as no surprise. Call center agents are expected to handle huge volumes of contacts with expertise, professionalism and positivity. Finding ways to motivate your agents will boost their productivity and keep them coming back to work, day after day. We’ve created a list of seven ways to motivate your call center agents so they feel happier on the job and are more likely to remain on the team.
Provide your agents with a clean, organized work environment
Order and cleanliness are basic biological and physiological needs. If the workspace is dirty, messy or unsafe, call center agents will have a hard time focusing on their tasks. They may also form negative associations with being at their desks. On the other hand, organized work spaces inspire clear thoughts and productivity. They also provide a sense of importance for the work your agents are doing.
Hold regular training sessions
Regular training sessions and seminars are a great way to motivate call center agents. This is because they give your staff the skills and confidence to perform their tasks. Agents also feel valued when they are given the tools to do their jobs effectively. On top of this, if the quality of the training is excellent, agents are more likely to stick around and put to use the new skills they have learned.
Make sure agents receive feedback
Feedback is extremely important for your staff. Agents need to know that management recognizes their efforts and acknowledge their success. Agents also need to hear from their superiors when they are not performing up to standard. Insight from management can help agents determine where they have gone wrong and find ways to fix the situation quickly, before things get worse.
An easy way motivate call center agents is to create room for their career growth. Without room for promotion, call center agents will begin to feel stuck in their job and foster a sense of resentment for the company. Eventually, they will lose their desire to work hard and excel. When job opportunities open, promoting from within instead of hunting for new talent will help retain top performers. This is because it communicates that they are respected, appreciated and can make a career with your company.
Forget “all work and no play”
Another great way to motivate call center agents is by introducing rewards and activities on a regular basis. Rewarding teams for reaching their goals with small, but instant prizes will help create a motivated environment. These can be done weekly or monthly. Workplace games, such as holiday-themed costume competitions also help to create a culture where people are happy to come to work.
Organize an out-of-the-office event
Getting your agents out of the office for some lighthearted fun is a great way to build team morale. Organizing holiday events and social activities such as beach parties, team building challenges or birthday drinks help agents get to know each other and management better. They also foster a sense of kinship among team members. Out-of-the-office events show agents that they are cared for beyond their office role. As a result, they are more likely to return to the office refreshed, recharged and happier to do their jobs.
Spotlight exceptional employees
Internal reward programs are a surefire way to make your best agents feel appreciated and boost overall staff motivation. One way to do this is to start an “employee of the month” program, where each month the best agent’s picture is displayed on a bulletin board. Another way is to use social media to feature agents who have made considerable strides at work. This kind of personal attention gives the agents a real motivational boost and encourages them to keep performing so they can be recognized again.
The Bottom Line
Motivation is key to keeping call center agents performing well. Proper communication, incentivisation and recognition are crucial in maintaining a healthy team dynamic. Games, events and activities will also help break the monotony of the workday and allow agents to recharge and re-enter the office ready to work like never before.